How to track and respond to support cases?

Last updated 3 months ago

After creating a "Support Case", you can track it through the platform.

In Skyone Platform, go to the "Support Cases" menu
After clicking, you will be directed to the following screen, which lists all open support cases, if any:

Where you will find:

Account ID
Total support cases: Number of open cases, categorized by type (Request and Incident or Changes).
Case: Case number
Category
Subject
Creation date
SLA
Status

On the left sidebar, you can filter support cases by type and status. The available options are:

Regarding the ticket status, you have the following options:

Open: Cases that have been registered and are awaiting action.
All: Displays all cases, regardless of status.
In progress: Cases being attended to by the support team.
On hold: Cases waiting for user action or additional information.
Pending response: Cases where the support team is awaiting a response or confirmation.
Closed: Resolved and finalized support cases.

When you click on a support case, you are taken to the case view area, where you can:

Respond to case: With this option, you can send a response related to the support case.
Close case: Close the support case.
Track interaction: Read previous interactions.
Back: Return to the support case tracking screen.

You can also respond, close, and view the support case by clicking the three dots on the right side.

In the upper-right corner, you have access to the following features for searching a specific support case:

Search: Click the magnifying glass icon to open a field where you can search for a support case by keyword or number.
Filters: Use the filters to find a specific support case.
- Search by case number
- Subject
- Description
- Requester
- Status
- Category (Request and Incident / Changes)

After filling out or selecting the filters, click "Apply" to view results. To remove the filters, click "Clear filters".